CPS Solutions
This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. The Customer Service Representative Lead will foster communication between Contact Center agents and internal / external customers in a dynamic contact center environment supporting the Service Contract Act (SCA). Assist Customer Service Supervisors and Managers with quality service monitoring, performance feedback and prioritizing of daily tasks in order to meet contact center volumes. Provide support to the contact center agents in order to ensure that Optum Serve contractual obligations and the Customer Service objectives are achieved. This is a full time position (40 hours / week) with a flexible schedule required across the following timeframes:
Weekdays: Three (3) days between Monday and Friday, scheduled within the hours of 7:00 am CST – 7:00 pm CST
Weekends: Availability is required for both Saturday and Sunday, from 8:00 am CST – 4:30 pm CST
It may be necessary, given the business need, to work occasional overtime.
We offer 2 weeks of paid on-the-job training. The hours of the training will be aligned with your schedule during normal work schedule.
Primary Responsibilities:
Performs Quality Review of team member call performance and evaluates calls in accordance with established departmental policies and procedures
Identifies coaching and training needs of Customer Service Staff related to call performance
Makes decisions on minor schedule changes ensuring that minimum staff is available to meet CS targets
Responds appropriately to provider, member, and other inquiries via telephone correspondence, in compliance with all corporate policy and procedures, performance standards and regulatory guidelines
Provide continuous monitoring of phone systems, call volume and employee work status in order to provide sufficient phone coverage
Manage the daily work activities of all team members to include daily tasks and special projects, to maintain established service levels
Provide initial onboard, ongoing training and ad hoc assistance to team members for all system functions, team policies and department procedures used in the claims process
Documents, investigates, and resolves Providers concerns in a competent and expedient manner demonstrating respect and courtesy for callers at all times
Documents and follows-up on all inquiries, utilizing on-line systems and procedures, according to established guidelines
Contributes to the overall attainment of Department and Corporate goals by assisting with other projects, reports and duties as assigned based on business need
Communicates workflow issues, benefit or procedural changes to staff and upstream management as needed
Contributes in design and implementation of applicable System upgrades
Communicates ideas for improvements and increased efficiency within the CS Department
Assists the Customer Service team with inbound calls as needed when call volumes are elevated, or team is short staffed
Performs all other related duties as assigned
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High School Diploma / GED
Must be 18 years of age OR older
2+ years in a Customer Service experience
2+ years of experience within the Veteran Affairs Community Care Network Program
1+ years of Call Center experience
Experience handling escalated calls / issues
Experience in Microsoft Office with the ability create, edit, copy, send and save documents, correspondence, and spreadsheets in Microsoft Word and Microsoft Excel
Experience using MedNet Systems
Experience as a Lead or SME
Ability to work any full time position (40 hours / week) with a flexible schedule required across the following timeframes – Weekdays: Three (3) days between Monday and Friday, scheduled within the hours of 7:00 am CST – 7:00 pm CST and Weekends: Availability is required for both Saturday and Sunday, from 8:00 am CST – 4:30 pm CST. It may be necessary, given the business need, to work occasional overtime.
Preferred Qualifications:
Contact center experience
Coaching / training experience
Telecommuting Requirements:
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
Excellent verbal and written communication skills including, strong telephone etiquette and interpersonal skills
Exhibit solid organizational skills, flexibility, time management and attention to detail in a goal – orientated environment
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20.00 – $35.72 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.
CPS Solutions
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This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. The Customer Service Representative Lead will foster communication between Contact Center agents and internal / external customers in a dynamic contact center environment supporting the Service Contract Act (SCA). Assist Customer Service Supervisors and Managers with quality service monitoring, performance feedback and prioritizing of daily tasks in order to meet contact center volumes. Provide support to the contact center agents in order to ensure that Optum Serve contractual obligations and the Customer Service objectives are achieved. This is a full time position (40 hours / week) with a flexible schedule required across the following timeframes:
Weekdays: Three (3) days between Monday and Friday, scheduled within the hours of 7:00 am CST – 7:00 pm CST
Weekends: Availability is required for both Saturday and Sunday, from 8:00 am CST – 4:30 pm CST
It may be necessary, given the business need, to work occasional overtime.
We offer 2 weeks of paid on-the-job training. The hours of the training will be aligned with your schedule during normal work schedule.
Primary Responsibilities:
Performs Quality Review of team member call performance and evaluates calls in accordance with established departmental policies and procedures
Identifies coaching and training needs of Customer Service Staff related to call performance
Makes decisions on minor schedule changes ensuring that minimum staff is available to meet CS targets
Responds appropriately to provider, member, and other inquiries via telephone correspondence, in compliance with all corporate policy and procedures, performance standards and regulatory guidelines
Provide continuous monitoring of phone systems, call volume and employee work status in order to provide sufficient phone coverage
Manage the daily work activities of all team members to include daily tasks and special projects, to maintain established service levels
Provide initial onboard, ongoing training and ad hoc assistance to team members for all system functions, team policies and department procedures used in the claims process
Documents, investigates, and resolves Providers concerns in a competent and expedient manner demonstrating respect and courtesy for callers at all times
Documents and follows-up on all inquiries, utilizing on-line systems and procedures, according to established guidelines
Contributes to the overall attainment of Department and Corporate goals by assisting with other projects, reports and duties as assigned based on business need
Communicates workflow issues, benefit or procedural changes to staff and upstream management as needed
Contributes in design and implementation of applicable System upgrades
Communicates ideas for improvements and increased efficiency within the CS Department
Assists the Customer Service team with inbound calls as needed when call volumes are elevated, or team is short staffed
Performs all other related duties as assigned
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High School Diploma / GED
Must be 18 years of age OR older
2+ years in a Customer Service experience
2+ years of experience within the Veteran Affairs Community Care Network Program
1+ years of Call Center experience
Experience handling escalated calls / issues
Experience in Microsoft Office with the ability create, edit, copy, send and save documents, correspondence, and spreadsheets in Microsoft Word and Microsoft Excel
Experience using MedNet Systems
Experience as a Lead or SME
Ability to work any full time position (40 hours / week) with a flexible schedule required across the following timeframes – Weekdays: Three (3) days between Monday and Friday, scheduled within the hours of 7:00 am CST – 7:00 pm CST and Weekends: Availability is required for both Saturday and Sunday, from 8:00 am CST – 4:30 pm CST. It may be necessary, given the business need, to work occasional overtime.
Preferred Qualifications:
Contact center experience
Coaching / training experience
Telecommuting Requirements:
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
Excellent verbal and written communication skills including, strong telephone etiquette and interpersonal skills
Exhibit solid organizational skills, flexibility, time management and attention to detail in a goal – orientated environment
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20.00 – $35.72 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.
CPS Solutions
#J-18808-Ljbffr